James studied IT at college and then went on to work in a post room as his first job. Keen to use the knowledge and experience he had gained at college he then moved into an IT support role. He applied for the Customer Support Executive position with Webexpenses and joined us in April 2015; he told us that he wanted a role in Customer Support because he enjoys helping people and finds the problem solving element of the role interesting.
In his role at Webexpenses James provides first and second line support to our customers; these are contacts based in the finance teams at our clients companies, the end users of the system as well as any colleagues who have system queries. James provides this support via phone, online chat and email; from simple queries such as password resets through to the more complex queries. The Customer Support team uses an online ticketing system to manage the logged issues and the responses to our clients. The team are given a realistic time frame to respond and resolve client queries which form our Service Level Agreement; a set of standards we set internally to make sure that our customers receive the best possible service at all times.
James is now an experienced member of the Support team and has excellent system knowledge which means that he’s always able to help his colleagues with any queries as well as offering excellent customer service. He always greets our clients in his calm and friendly way and clearly communicates what they need to do in order to resolve the issues. Although he’s amassed a vast amount of system knowledge, any technically complex system issues are escalated to our team of Developers who will work on these tickets to resolution then hand back to the Support team to update the client.
Since joining Webexpenses James has worked in our software implementation team as well as becoming competent in providing support on the other products in our suite. In 2021 and following the launch of the ELMO UK division, James was promoted to the position of Customer Support Consultant. He transitioned into his new role in September of that year and with training on the ELMO products he’s now able to offer support for the full suite of products; Webexpenses, Webonboarding and ELMO. With this progression comes the mentoring of new members of the team, being involved in the interview process and preparing their induction training.
In the spring of 2022 James was promoted to the position of Customer Support Team Leader which is a great success story.
“I’ve been here for 6 years and it's enjoyable, fast paced and always changing. There is always more to learn as we continue to sell new products. We have a good team in Customer Support and everyone in the business is really nice to work with, we have great people. We have great benefits and Webexpenses are happy to help people develop.”
Based on his experience we asked him if he had any advice to candidates considering starting their career in Customer Support “Ask lots of questions, it's okay to not know but you need to remember the answers to keep notes”.
“If you have good customer service skills, are able to problem solve and have an eye for detail you’ll be successful in the role. You need to have a willingness to learn, strict discipline and have the right mindset.”
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